Emotional Labor, why its important?

  Emotional labor is described as “the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions”. Hochschild points out those service providers often undertake acting strategies, surface or deep acting, to manage their emotions and to display their emotional labor (Hochschild 1979). For that reason those business entities which provides services and interacts with customers must understand their employee’s emotional labor status. This will assist them in ensuring their first line employees will always in a good mood and emotions while facing the customers. How? Training, knowledge exposure to Emotional Intelligence would be a great mark for the emotions stability.

Surface acting requires individuals to hide and repress their true feelings to conform to organizationally required emotion display rules. Deep acting refers to cases where employees fully identify with organizationally desired emotions and are willing to adjust their inner feelings to comply with them. Surface acting is the main cause of emotional labor. This is what Robbins addressed as the difference between felt emotions and displayed emotions (Robbins 2005).

It is suggested that dissonant emotions emerge and result in increased emotional labor when employees have to maintain appropriate behavior when facing impolite or unfriendly customers, and when they are involved in unfair interactions (Hennig-Thurau et al 2006), demonstrate that service employees who appear to be smiling, happy, and friendly are not genuinely feeling these emotions when interacting with angry or unhappy customers. Such surface acting increases the level of employees’ emotional labor.

Affective event theory (AET) suggests that events in the workplace have a significant impact on employees’ emotional reactions; and in turn, on their work attitudes and behavior. Applying this theory, Rupp and Spencer found that people who were unfairly treated experienced strong levels of anger relative to those were fairly treated (Rupp and Spencer 2006). Recently, employees’ mood states have been found to be associated with some important organizational outcomes, such as service performance. Research reveals that positive mood states enhance employee work performance, whereas negative mood states diminish work performance (Hochschild 1979).


Assignment Question for OB:

In change management, resistance to change would be one of the main challenge. Explain how could an organization overcome this challenges and explain the process of change according to Kotters and Lewin.

( Dalam mengurus perubahan dalam organisasi, antara cabaran yang utama ialah penolakan kepada perubahan dan terangkan bagaimana untuk mengatasinya. Terangkan proses perubahan mengikut Kotters dan juga Lewin).

Note:
a. Font: Arial
b. Size: 12
c. Word counts: 2,000 - 2,500 words
d. Cross referencing is a required - at least 5 journals.
e. Cut and paste from Internet or plagiarism work shall not be attended.


Case study for presentation - choose either one of the questions below:

 

Leaderships styles is a critical components in managing an organizations. Select one of the style  which is relevant to your organization and propose for leaderships improvements.

(Ciri-ciri kepimpinan adalah komponen kritikal dalam mengurus organisasi. Pilih salah satu ciri      kepimpinan yang mungkin digunapakai di dalam organisasi anda dan beri cadangan untuk  menambah baik kepimpinan tersebut)

   
OR

 
Emotions is an important knowledge in organizational behaviour. How could you capitalize on  emotions for organizational improvements? Explain.

(Emosi adalah ilmu pengetahuan yang penting di dalam tingkah laku organizasi. Bagaimana anda boleh menggunakan emosi untuk pembangunan organisasi? Terangkan. 

   

Ethics, Morality and Legality; the confusion

The Malaysian public has always been tampered with understanding of ethics, morality and legality. News from newspapers, TV and even the social media contributing to certain extent the contributing factors which induce the misunderstanding on the real meaning of ethics, morality.

There are many issues of politics, business, corruptions practice and even consumer issues demonstrating the wrong doing or unethical practices by individuals or a group of people and yet it has been excessively discuss as an ethical practice. Some clear examples such as improper jungle clearance for the developments, distributing gift to certain community to invest on popularity, distributing aids money to the church, mosque or any House of God with a corruption money, and many more others which would only create a long list. Scholars, academicians, journalist and even fellow citizens have been curious where the ethics of Malaysian gone? Some issues blew by the wind which is not being discussed or finalized even though it is unethical and immoral. Some managed to escape with his or her offence especially involving huge amount of money transactions. No law has hooked them to court or if it does, free they are without any conclusions.

I still remember that what is said by an ethic scholar, Kant; “law has to be taken as complete.” Here it should not be any immoral act behind the decision made and the purity of intentions is an ultimatum, not only the impact of an action. We could witness that some promises given by some leaders that they are the doctrine of honesty, sincerity and moral yet the other side of the day is actually a miserable of guilt. This contributed to an almost confusion state of thinking to the public which accepting the promises as a whole with good intentions.

 According to an Ethic Philosopher also; Kant,

“Something that wishes to be made a rule must be accepted completely by the community and not the hypothesis.” Kant then continues that “To form universalism, a law must be fixed as complete and not hypothesis.”

For that reason, it is important that for all citizen need to be ruled by law neglecting their positions and power they attained. In some cases, we could witness some immoral act by certain group of people as not guilty and to certain group of people as an offence and guilty of an act. 

 According to Quran;

 n   And do not mix up the truth with the falsehood, nor hide the truth while you know (it) {2:42}

n   And, for what your tongues describe, do not utter the lie, (saying) This is lawful and this is unlawful, in order to forge a lie against Allah; surely those who forge the lie against Allah shall not prosper {16:116}

Kant also says that; in our action, purity of the heart and purity of intentions is the main of a moral act and according to Utilitarian; selfish is an immoral act. The question is; would it be moral if someone distributing a gift to his local fellow friend just to be praised or popular of himself?

A wrong doing, illegal practice and immoral act which are continuously being exercised will later become a norm to a person (Oslon & Zanna 1993), and according to Solomon, “when a values being develop and becoming norms to a group of society, it will later be the culture to the society,” (Solomon 1984).

Hence it is important NOT to practice an immoral and unethical act since a continuous practice will only be a norm to a person and later be a culture to the society. My question is how about gambling such as 4-digits, TOTO, and how about some percentage of commission for certain business transactions? Does it follow Oslo and also Solomon? Is “belilah loteri untuk kebajikan,” as what has been advertised in Malaysia during my early age? Is it moral?

Task/Assignment Question:

You are required to select a situation or a case which involve business and public interest. Explain from the perspectives on its ethical, morality and legality.

The topic must be approved by lecturer (the writer) before you proceed.

Word counts: 2,000 - 2,500 word

Fonts: Arial, Calibri

Size: 12

Note Pliagarism is TOTALLY NOT accepted and work shall not being marked.